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Exchange 2007 2013 O365 UM Integration - Mailbox not supported by UM server RRS feed

  • Question

  • Dear all,

    We are running an Exchange 2007 to Exchange Online migration, with Exchange 2013 as a stepping stone.  As a fallback we are configuring the 2013 server to be able to handle all features.  Mailbox moves between 2007 and Online are working, with 2013 as the bridgehead.  2013 is also set to be UM server.  We use a Digicert certificate, SIP communications are set to Secured.

    A user that is created on 2013 or is moved to 2013 can receive voice mails without an issue.  Such a user can also use Lync 2013 to call the Subscriber Access number and configure voice mail prompts and access all services.

    However, when the user uses his/her cell phone to call to the Exchange UM DID for Subscriber Access, the call gets routed to the old 2007 server.  That server then replies with "Your mailbox is not supported on this Unified Messaging Server".

    I traced on the Lync Server and could see the following (simplified):

    1) Voice mail coming in

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2013 5063
    Lync to Ex2013 INVITE on 5063
    Ex2013 to Lync TEMPORARILY MOVED Contact Ex2013 5065
    Lync to Ex2013 INVITE on 5065
    Ringing
    OK
    Call is setup and voice mail is delivered
    BYE

    2) User calls from external cell phone to SA

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2007 on port 5061
    Lync to Ex2007 INVITE on 5061
    Ex2007 to Lync TEMPORARILY MOVED Contact Ex2007 on 5066
    Lync to Ex2007 INVITE on 5066
    Ex2007 to Lync Unsupported Media Type (see below)

    then Lync tries the Ex2013 again

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2007 on port 5061

    So Ex2013 refuses the call again and refers to Ex2007 again.  Lync tries to do that.

    Lync to Ex2007 INVITE on 5061
    Ex2007 to Lync TEMPORARILY MOVED Contact Ex2007 5066
    Lync to Ex2007 INVITE on 5066
    Ringing
    OK
    Call is setup and the error message "Your mailbox is not supported on this Unified Messaging Server" is played.
    BYE 

    To be honest, I am not too worried about the unsupported media error.  With every voice mail call to users on Exchange 2007 we get an eventlog entry about multi-part messages, and I understood that this is 'normal' between 2007 and Lync 2013. I can imagine that this is also related to that. In the end the connection is made, so I assume they can work out the media in the end.

    The weird thing is that Exchange 2013 refuses to handle the call in this case.  Exchange 2013 is registered as UM server on the dial plan (verified using PowerShell) and the initial routing indicates that Lync knows where to find the mailbox of the user. I guess our policies and dial plan should be fine.

    As we are in fact directly moving from 2007 to Exchange Online and the user can set voice mail prompt on 2013 I do not see this as a blocking issue.  We will try to activate UM on Exchange Online and see if a new user on O365 can receive voice mail.  If so, then we move everything to Exchange Online and let it handle there. 

    My worries are about what would happen if we remove the 2007 UM server when our migration is complete and we still need to have a user on premises for some reason.  I can imagine that this could lead to a failed call, or a call working fine. Who knows.

    Does anybody know what could cause the strange routing?

    Thanks!

    Best Regards,

    Wim

    Friday, October 20, 2017 10:34 AM

All replies

  • Dear all,

    We are running an Exchange 2007 to Exchange Online migration, with Exchange 2013 as a stepping stone.  As a fallback we are configuring the 2013 server to be able to handle all features.  Mailbox moves between 2007 and Online are working, with 2013 as the bridgehead.  2013 is also set to be UM server.  We use a Digicert certificate, SIP communications are set to Secured.

    A user that is created on 2013 or is moved to 2013 can receive voice mails without an issue.  Such a user can also use Lync 2013 to call the Subscriber Access number and configure voice mail prompts and access all services.

    However, when the user uses his/her cell phone to call to the Exchange UM DID for Subscriber Access, the call gets routed to the old 2007 server.  That server then replies with "Your mailbox is not supported on this Unified Messaging Server".

    I traced on the Lync Server and could see the following (simplified):

    1) Voice mail coming in

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2013 5063
    Lync to Ex2013 INVITE on 5063
    Ex2013 to Lync TEMPORARILY MOVED Contact Ex2013 5065
    Lync to Ex2013 INVITE on 5065
    Ringing
    OK
    Call is setup and voice mail is delivered
    BYE

    2) User calls from external cell phone to SA

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2007 on port 5061
    Lync to Ex2007 INVITE on 5061
    Ex2007 to Lync TEMPORARILY MOVED Contact Ex2007 on 5066
    Lync to Ex2007 INVITE on 5066
    Ex2007 to Lync Unsupported Media Type (see below)

    then Lync tries the Ex2013 again

    Lync to Ex2013 INVITE on 5061
    Ex2013 to Lync 302 TEMPORARILY MOVED Contact Ex2007 on port 5061

    So Ex2013 refuses the call again and refers to Ex2007 again.  Lync tries to do that.

    Lync to Ex2007 INVITE on 5061
    Ex2007 to Lync TEMPORARILY MOVED Contact Ex2007 5066
    Lync to Ex2007 INVITE on 5066
    Ringing
    OK
    Call is setup and the error message "Your mailbox is not supported on this Unified Messaging Server" is played.
    BYE 

    To be honest, I am not too worried about the unsupported media error.  With every voice mail call to users on Exchange 2007 we get an eventlog entry about multi-part messages, and I understood that this is 'normal' between 2007 and Lync 2013. I can imagine that this is also related to that. In the end the connection is made, so I assume they can work out the media in the end.

    The weird thing is that Exchange 2013 refuses to handle the call in this case.  Exchange 2013 is registered as UM server on the dial plan (verified using PowerShell) and the initial routing indicates that Lync knows where to find the mailbox of the user. I guess our policies and dial plan should be fine.

    As we are in fact directly moving from 2007 to Exchange Online and the user can set voice mail prompt on 2013 I do not see this as a blocking issue.  We will try to activate UM on Exchange Online and see if a new user on O365 can receive voice mail.  If so, then we move everything to Exchange Online and let it handle there. 

    My worries are about what would happen if we remove the 2007 UM server when our migration is complete and we still need to have a user on premises for some reason.  I can imagine that this could lead to a failed call, or a call working fine. Who knows.

    Does anybody know what could cause the strange routing?

    Thanks!

    Best Regards,

    Wim

    HAve you moved the arbitration mailboxes to 2013? You need to do that.

    https://technet.microsoft.com/en-us/library/mt441791(v=exchg.150).aspx

    Friday, October 20, 2017 11:20 AM
  • Thanks Andy for the suggestion.  Yes, the arbitration mailboxes have been moved.

    Best regards,

    Wim

    Friday, October 20, 2017 12:31 PM
  • Have you create a separate Dialplan, which contain only the 2013 exchange um server?

    regards Holger Technical Specialist UC

    Saturday, October 21, 2017 8:00 AM